Branch system connector stopped loading

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Merriott Lyle Distribution · Branch system connector stopped loading

The branch system connector stopped mid-run because the authentication certificate expired overnight. No new orders were visible to the brain, blocking credit control visibility. Connor reauthorized the connector and restored sync within the hour.

Priority normal

made from

What happened

What this says

Current to 13 Oct 26

The branch system connector stopped mid-run because the authentication certificate expired overnight. No new orders were visible to the brain, blocking credit control visibility. Connor reauthorized the connector and restored sync within the hour.

Problem: Certificate expiry broke the branch system connector authentication, halting data sync and blocking credit control operations.

Handling: Deepa pushed urgently for root cause because overnight dispute visibility was critical. Connor identified the expired certificate, reauthorized the connector, and confirmed recovery within an hour.

Watch: Dependency on manual reauthorization after certificate expiry is fragile. Proactive renewal monitoring could prevent future incidents.

AI · claude-haiku-4-5-20251001 · 13 Oct 2026

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Details

Updated 9 Oct 26

Prioritynormal

Statusclosed

Categoryconnector_sync

Channelemail

First response (min)261

CSAT5

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Trail

internal_note · Connor Webb 16 Jan 2026 09:41
Load failed 02:30. Auth error in logs, branch system certificate expired overnight.
created · Deepa Chauhan 16 Jan 2026 10:39
The branch system connector stopped mid-run last night. We're seeing no new orders since close of business yesterday, and credit control can't see the account disputes from overnight. I've checked our end and the data's there. Show me what you're seeing in the logs, and let's get this running again as soon as you can. Do we need to do anything from our side?
public_reply · Deepa Chauhan 16 Jan 2026 14:04
Still waiting on the root cause. The accounts team need visibility on the overnight disputes before the branch managers start asking. What are you seeing?
public_reply · Connor Webb 16 Jan 2026 15:00
The branch system certificate expired overnight, which broke the authentication. We've reauthorised the connector and it's syncing now. Should catch up within the hour. Next scheduled run is 19:00 tonight. Let me know if you see any issues.
status_change · Connor Webb 26 Jan 2026 13:34
status_change · 30 Jan 2026 23:59

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